Specialist, Customer Success

About

The Specialist, Customer Success is the Customer Success Manager (CSM) responsible for driving adoption, engagement, retention, and growth for Growth accounts in our ELS business. This role manages a portfolio of customers who have completed implementation and are actively using one or more Pearson products, primarily Credly, with a focus on deepening product usage, identifying expansion opportunities, and supporting upsell motions in partnership with Sales and Customer Success leadership. The Specialist plays a key role in ensuring customers continue to realize value while positioning accounts for renewal and growth over time.

You will execute structured, repeatable success motions that reinforce product usage, support key milestones, and proactively address adoption risks. This role is ideal for a detail‑oriented executor who thrives in managing multiple customer relationships, follows defined success playbooks, and consistently delivers high‑quality customer experiences at scale.

Responsibilities

• Manage a portfolio of Growth accounts post‑onboarding, focused initially on Credly, using defined Customer Success playbooks and engagement frameworks.
• Support customers through early‑to‑mid lifecycle adoption by reinforcing best practices, key use cases, and product value aligned to customer goals.
• Conduct structured customer touchpoints (check‑ins, enablement sessions, adoption reviews, business reviews, etc) to ensure continued progress and engagement.
• Monitor product usage, engagement signals, and health indicators to identify risks and take proactive action.
• Address common customer questions and challenges, escalating more complex issues cross‑functional partners (Support, Engineering, etc) as needed
• Partner with Sales, Support, Product, and Customer Enablement to ensure consistent execution across the customer lifecycle.
• Maintain accurate account documentation, activity tracking, and health updates within CRM and Customer Success systems.
• Support renewal readiness by ensuring customers are actively using the product and clearly understand the value they are receiving.

Qualifications

• Proven experience in Customer Success, Account Management, Onboarding, or a related customer‑facing role within SaaS or technology environments.
• Ability to manage a portfolio of customer accounts with strong organization, prioritization, and follow‑through.
• Experience executing structured customer engagement or lifecycle programs.
• Strong communication skills with confidence engaging a range of customer stakeholders.
• Detail‑oriented mindset with commitment to accurate documentation and consistent execution.
• Technical aptitude and ability to translate product functionality into clear, actionable guidance for customers.
• Familiarity with Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.

Compensation

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $80,000 – $90,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

About Pearson

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.